Help Desk Technician I

Location: Hattiesburg, 118 College Drive, Hattiesburg, Mississippi, 39406-0001, United States. Full-time staff position; not grant funded. Applicants must be currently authorized to work in the United States on a full-time basis without visa sponsorship.

About the role

Provides technical support for customers through the Help Desk, cross-trains with Desktop Technicians, and works on a variety of projects within iTech and with customers across the university.

Responsibilities

• Demonstrate excellent listening and communication skills; respond to user questions and inquiries via telephone, email, web, remote, and other communication methods to provide diagnostic customer support for desktop and personal computer related problems.
• Determine source of problem and resolve problem or coordinate resolution with available support staff.
• Help manage the work order queue and facilitate timely resolution of issues; update customers with status and information about work orders.
• Record events, problems, and their resolutions in work order logs to suggest possible improvements on procedures.
• Share feedback or suggestions from customers with the appropriate internal team(s).
• Assist Help Desk Technician II(s) in training new employees.
• Maintain cooperative and mutually supportive relationships between Help Desk Technicians and Desktop Technicians.
• Report issues to the Customer Service Manager or Technology Support Services Director.
• Collaborate with other teams within iTech on IT projects.
• Provide IT support during campus events such as student orientation and registration.
• Administer software products such as work order software, remote assistance, virus scan, etc.
• Continually develop and maintain a knowledge base for employee use.
• Maintain and increase technical knowledge through coursework, workshops, seminars, and reading.
• Perform other duties as assigned.

Requirements

• Associate’s degree from an accredited college or university in a computer-related field and a minimum of two years’ experience in a desktop support position, or a high school diploma/GED and a minimum of four years’ experience in a desktop support position.
• Directly related experience may be substituted for the education requirement on a year-for-year basis.

Skills

• Telephone customer relations skills and experience.
• Excellent written and verbal communication skills.
• Ability to maintain high customer satisfaction.
• Ability to perform effectively in stressful situations.
• Proven ability to multi-task.
• Proficient in technology-related diagnostics and analysis.
• Proficient with Microsoft Office Suite products.
• Strong work ethic; self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced environment.

Preferred Qualifications

• A+ Certification.

Pay

Salary range: $14.38 – $19.45 per hour.

About The University of Southern Mississippi

Since our founding in 1910, The University of Southern Mississippi has remained dedicated to preparing students for success. We deliver programs to more than 13,000 students in Hattiesburg and Long Beach, at teaching and research sites across the Mississippi Gulf Coast, as well as online. We are a community-engaged Carnegie R1 university, earning distinction as one of the nation's leading research institutions. Southern Miss is known for pioneering work in polymer science, ocean science, spectator sports safety and security, and bringing language to children with communication disorders. We are also a national leader in cybersecurity, hydrography, nutrition, aquaculture, kinesiology, and economic development, among others. We produce graduates ready to enter fields leading in emerging technologies through programs such as computer engineering, information technology, and ocean engineering. We’re developing the next generation of business leaders while also responding to critical workforce shortages by producing skilled professionals in education and nursing. With a tradition of excellence in the arts, we are one of only 36 public institutions in the nation accredited in four major areas of the arts. Home to the Golden Eagles, our student-athletes compete in 17 NCAA Division I sports. With a culture marked by passion and persistence, Southern Miss is delivering graduates who are ready for life.